Challenges and adaptations of an intermediary: an exploration of support coordination in the Australian National Disability Insurance Scheme

View author details View Less
  • 1 Griffith University, , Australia
  • | 2 University of New South Wales, , Australia
  • | 3 University of Birmingham, , UK
  • | 4 Griffith University, , Australia
Restricted access
Get eTOC alerts
Rights and permissions Cite this article

Support coordination for people with disability and complex needs should assist in personalising and implementing individualised funded supports in a coordinated manner. Yet, this also relies on policy and organisational arrangements being conducive to good practice. Designed according to street-level policy research, this study sought to explore challenges and adaptations associated with the implementation of support coordination in Australia’s National Disability Insurance Scheme through interviews with 20 support coordinators and front-line personnel. Findings suggest that more explicit oversight of, and attention to, norms of practice and capacity to work collaboratively with choice and control are warranted to enhance support coordination.

  • Baldry, E., Dowse, L., McCausland, R. and Clarence, M. (2012) Lifecourse Institutional Costs of Homelessness for Vulnerable Groups, Report to the Australian Government Department of Families, Housing, Community Services and Indigenous Affairs, Sydney: University of New South Wales,  www.mhdcd.unsw.edu.au/sites/www.mhdcd.unsw.edu.au/files/u18/Lifecourse-Institutional-Costs-of-Homelessness-final-report.pdf.

    • Search Google Scholar
    • Export Citation
  • Brodkin, E. (2012) Review: reflections on street-level bureaucracy: past, present, and future, Public Administration Review, 72(6): 9409, doi: 10.1111/j.1540-6210.2012.02657.x.

    • Search Google Scholar
    • Export Citation
  • Brodkin, E. (2016) Street-level organizations, inequality, and the future of human services, Human Service Organizations: Management, Leadership & Governance, 40(5): 44450, doi: 10.1080/23303131.2016.1173503.

    • Search Google Scholar
    • Export Citation
  • Carey, G., Malbon, E., Olney, S. and Reeders, D. (2018) The personalisation agenda: the case of the Australian National Disability Insurance Scheme, International Review of Sociology, 28(1): 2034, doi: 10.1080/03906701.2018.1425084.

    • Search Google Scholar
    • Export Citation
  • Coddington, S. (2020) How do planners decide support coordination funding levels?, https://teamdsc.com.au/resources/its-all-in-the-timing.

    • Search Google Scholar
    • Export Citation
  • Dickinson, H., Needham, C., Mangan, C. and Sullivan, H. (2019) Introduction: imagining the future public service workforce, in  H. Dickinson, C. Needham, C. Mangan and H. Sullivan (eds) Reimagining the Future Public Service Workforce, Singapore: Springer, pp 317.

    • Search Google Scholar
    • Export Citation
  • Dowse, L., Wiese, M., Dew, A., Smith, L., Collings, S. and Didi, A. (2016a) More, better or different? NDIS workforce planning for people with intellectual disability and complex support needs, Journal of Intellectual and Developmental Disability, 41(1): 814, doi: 10.3109/13668250.2015.1125868.

    • Search Google Scholar
    • Export Citation
  • Dowse, L., Wiese, M. and Smith, L. (2016b) Workforce issues in the Australian National Disability Insurance Scheme: complex support needs ready?, Research and Practice in Intellectual and Developmental Disabilities, 3(1): 5464, doi: 10.1080/23297018.2016.1161542.

    • Search Google Scholar
    • Export Citation
  • Evans, T. (2011) Professionals, managers and discretion: critiquing street-level bureaucracy, British Journal of Social Work, 41(2): 36886. doi: 10.1093/bjsw/bcq074

    • Search Google Scholar
    • Export Citation
  • Evans, T. (2020) Discretion and professional work, in Discretion and the Quest for Controlled Freedom, Cham: Palgrave Macmillan, pp 35775.

    • Search Google Scholar
    • Export Citation
  • Evans, T. and Harris, J. (2004) Street-level bureaucracy, social work and the (exaggerated) death of discretion, British Journal of Social Work, 34: 87195. doi: 10.1093/bjsw/bch106

    • Search Google Scholar
    • Export Citation
  • Foster, M., Hummell, E., Fisher, K., Borg, S.J., Needham, C. and Venning, A. (2021) Organisations adapting to dual aspirations of individualisation and collaboration in the National Disability Insurance Scheme (NDIS) market, Australian Journal of Public Administration,  81(1):118, doi: 10.1111/1467–8500.12497.

    • Search Google Scholar
    • Export Citation
  • Gale, N., Dowswell, G., Greenfield, S. and Marshall, T. (2017) Street-level diplomacy? Communicative and adaptive work at the front line of implementing public health policies in primary care, Social Science and Medicine, 177: 918, doi: 10.1016/j.socscimed.2017.01.046.

    • Search Google Scholar
    • Export Citation
  • Gofen, A. (2013) Mind the gap: dimensions and influence of street-level divergence, Journal of Public Administration Research and Theory, 24(2): 47393, doi: 10.1093/jopart/mut037.

    • Search Google Scholar
    • Export Citation
  • Green, C., Malbon, E., Carey, G., Dickinson, H. and Reeders, D. (2018) Competition and Collaboration Between Service Providers in the NDIS. Centre for Social Impact, UNSW Sydney,  https://www.csi.edu.au/media/Report_-_Competition__Collaboration_in_the_NDIS_2018.pdf. 

    • Search Google Scholar
    • Export Citation
  • Hennink, M.M., Kaiser, B.N. and Marconi, V.C. (2017) Code saturation versus meaning saturation: how many interviews are enough?, Qualitative Health Research, 27(4): 591608, doi: 10.1177/1049732316665344.

    • Search Google Scholar
    • Export Citation
  • Hϳörne, E., Juhila, K. and van Nijnatten, C. (2010) Negotiating dilemmas in the practices of street-level welfare work, International Journal of Social Welfare, 19(3): 3039, doi: 10.1111/j.1468-2397.2010.00721.x.

    • Search Google Scholar
    • Export Citation
  • IAC (Independent Advisory Council of the National Disability Insurance Scheme) (2018) Examining support coordination in the context of the Intermediaries Review, https://static1.squarespace.com/static/5898f042a5790ab2e0e2056c/t/5f21f57bfcafc507add26129/1598502305311/Examining+support+coordination+in+the+context+of+the+intermediaries+%28March+2018%29+Report.pdf.

    • Search Google Scholar
    • Export Citation
  • Johannessen, L.E.F. (2019) Negotiated discretion: redressing the neglect of negotiation in ‘street-level bureaucracy’, Symbolic Interaction, 42(4): 51338, doi: 10.1002/symb.451.

    • Search Google Scholar
    • Export Citation
  • Joint Standing Committee on the National Disability Insurance Scheme (2020) Report into supported independent living, Commonwealth of Australia, www.aph.gov.au/Parliamentary_Business/Committees/Joint/National_Disability_Insurance_Scheme/Independentliving/Report.

    • Search Google Scholar
    • Export Citation
  • Liabo, K., Newman, T., Stephens, J. and Lowe, K. (2001) A Review of Key Worker Systems for Disabled Children and the Development of Information Guides for Parents, Children and Professionals, Cardiff: Office of Research and Development for Health and Social Care.

    • Search Google Scholar
    • Export Citation
  • Lipsky, M. (1980) Street-Level Bureaucracy: The Dilemmas of Individuals in Public Service, New York: Russell Sage Foundation.

  • Loyens, K. and Maesschalck, J. (2010) Toward a theoretical framework for ethical decision making of street-level bureaucracy: existing models reconsidered, Administration & Society, 42(1): 66100, doi: 10.1177/0095399710362524.

    • Search Google Scholar
    • Export Citation
  • Madden, R.H., Fortune, N., Collings, S., Madden, R. and Blackwood, A. (2014) Cross sector service coordination for people with high and complex needs: harnessing existing evidence and knowledge, Centre for Disability Research and Policy, The University of Sydney, http://hdl.handle.net/2123/13484.

    • Search Google Scholar
    • Export Citation
  • National Disability Services (2020) State of the disability sector report 2020, www.nds.org.au/about/state-of-the-disability-sector-report.

    • Search Google Scholar
    • Export Citation
  • NDIA (National Disability Insurance Agency) (2020) National Disability Insurance Scheme: discussion paper, support coordination, external consultation, August.

    • Search Google Scholar
    • Export Citation
  • NDIS (National Disability Insurance Scheme) (2013) National Disability Insurance Scheme (supports for participants) rules 2013, www.legislation.gov.au/Details/F2013L01063.

    • Search Google Scholar
    • Export Citation
  • NDIS (2020) Q2 2020–2021: NDIS quarterly report to disability ministers, 31 December, https://www.ndis.gov.au/media/2940/download?attachment. 

    • Search Google Scholar
    • Export Citation
  • NDIS (2021a) Improving support coordination for NDIS participants, November, www.ndis.gov.au/community/we-listened/improving-support-coordination-participants.

    • Search Google Scholar
    • Export Citation
  • NDIS (2021b) Pricing arrangements and price limits 2021–22, 23 December, www.ndis.gov.au/providers/pricing-arrangements#ndis-pricing-arrangements-and-price-limits.

    • Search Google Scholar
    • Export Citation
  • Nothdurfter, U. and Hermans, K. (2018) Meeting (or not) at the street level? A literature review on street-level research in public management, social policy and social work, International Journal of Social Welfare, 27(3): 294304, doi: 10.1111/ijsw.12308.

    • Search Google Scholar
    • Export Citation
  • Oberfield, Z.W. (2010) Rule following and discretion at government’s frontlines: continuity and change during organization socialization, Journal of Public Administration Research and Theory, 20(4): 73555, doi: 10.1093/jopart/mup025.

    • Search Google Scholar
    • Export Citation
  • Ogourtsova, T., O’Donnell, M. and Majnemer, A. (2019) Coach, care coordinator, navigator or keyworker? Review of emergent terms in childhood disability, Physical & Occupational Therapy in Pediatrics, 39(2): 11923, doi: 10.1080/01942638.2018.1521891.

    • Search Google Scholar
    • Export Citation
  • Productivity Commission (2011) Disability care and support (report no. 54), Canberra, https://www.pc.gov.au/inquiries/completed/disability-support/report/disability-support-volume1.pdf. 

    • Search Google Scholar
    • Export Citation
  • Purcal, C., Fisher, K. and Laragy, C. (2014) Analysing choice in Australian individual funding disability policies, Australian Journal of Public Administration, 73(1): 88102, doi: 10.1111/1467–8500.12063.

    • Search Google Scholar
    • Export Citation
  • Reeders, D., Carey, G., Kavanagh, A., Dickinson, H., Duff, G., Gilchrist, D., Chand, S., Alexander, D. and Malbon, E. (2019) Market capacity framework: an approach for identifying thin markets in the NDIS, Centre for Social Impact, www.csi.edu.au/research/project/market-capacity-framework/.

    • Search Google Scholar
    • Export Citation
  • Ritchie, J., Spencer, L. and O’Connor, W. (2003) Carrying out qualitative analysis, in J. Ritchie and J. Lewis (eds) Qualitative Research Practice, London: Sage.

    • Search Google Scholar
    • Export Citation
  • Ruiz, S., Giuriceo, K., Caldwell, J., Snyder, L. and Putnam, M. (2019) Care coordination models improve quality of care for adults aging with intellectual and developmental disabilities, Journal of Disability Policy Studies, 30(4): 191201, doi: 10.1177/1044207319835195.

    • Search Google Scholar
    • Export Citation
  • Sloper, P., Greco, V., Beecham, J. and Webb, R. (2006) Key worker services for disabled children: what characteristics of services lead to better outcomes for children and families?, Child Care, Health and Development, 32(2): 14757, doi: 10.1111/j.1365-2214.2006.00592.x.

    • Search Google Scholar
    • Export Citation
  • Tummers, L. and Bekkers, V. (2014) Policy implementation, street-level bureaucracy, and the importance of discretion, Public Management Review, 16(4): 52747, doi: 10.1080/14719037.2013.841978.

    • Search Google Scholar
    • Export Citation
  • Tummers, L.L., Bekkers, V., Vink, E. and Musheno, M. (2015) Coping during public service delivery: a conceptualization and systematic review of the literature, Journal of Public Administration Research and Theory, 25(4): 1099126, doi: 10.1093/jopart/muu056.

    • Search Google Scholar
    • Export Citation
  • Tune, D. (2019) Review of the National Disability Insurance Scheme Act 2013: removing red tape and implementing the NDIS participant service guarantee, December, https://www.dss.gov.au/sites/default/files/documents/01_2020/ndis-act-review-final-accessibility-and-prepared-publishing1.pdf. 

    • Search Google Scholar
    • Export Citation
  • 1 Griffith University, , Australia
  • | 2 University of New South Wales, , Australia
  • | 3 University of Birmingham, , UK
  • | 4 Griffith University, , Australia

Content Metrics

May 2022 onwards Past Year Past 30 Days
Abstract Views 155 155 153
Full Text Views 48 48 4
PDF Downloads 46 46 6

Altmetrics

Dimensions